5. PROCESOS EN MATERIA DE TIC
5.5 AR - ADMINISTRACION DE RECURSOS
5.5.1 APT - Administración del presupuesto de TIC
For application of quality management framework for public transport in MDCs and other developing cities the following recommendations should be considered by both researches and implementers:
Transport authorities have to develop the proper planning guidelines, technical standards, computerized tools and personnel skills.
In setting quality objectives, the public participating in urban and transport development planning process have to be invited in order to avoid too ambitious goals and corruptions.
References
References
ADB (2006). Vietnam: Hanoi Urban Transport Development Project. Hanoi, Asian Development Bank.
Albert Speer and Partner (1993). Frankfurt Urban Integrated Traffic Management. Dezernat Bau and Straßenverkehrsbehörde, Stadt Frankfurt am Main.
Ampt, E., Day, R., Kearns, I. & Twiney, P. (1990). Are You Getting all You Should? Appropriate Levels of Bus Service, 15th Australasian Transport Research Forum, http://www.atrf.info/papers/1990/1990_Ampt_Day_Kearns_Twiney.pdf.
Anh, T. T., Hung, B. Q., and Tanaborinboon, Y. (2005). Analysing of Bus Services in Hanoi, Vietnam. Proceedings of the Eastern Asia Society for Transportation Studies, Vol. 5, pp. 352- 362.
Armstrong-Wright et al. (1987). Bus Services: Reducing Costs, Raising Standards. World Bank.
AT&T Quality Library (1990). Achieving Customer Satisfaction. Quality Information Centre, AT&T Bell Laboratories.
Balanced Scorecard Institute, http://balancedscorecard.org/.
Barter, P.A. (2000). Urban transport in Asia: Problems and Prospects for High-Density Cities, Asia-Pacific Development Monitor, 2, 1, 33-66.
Becker, P. (2001). Prozessorientiertes Qualitätsmanagement – nach der Revision 2000 der Normenfamilie DIN DIN EN ISO 9000. expert-Verlag. Renningen-Malmsheim..
Bezanilla, E.G. (2014). Redesigning Rate Systems in Public Transport and Its Requirements on the Electronic Fare Management System. European Transport Conference, AET 2014. Birgelen, A. (1998). Planung des ÖPNV. Umdruck am Fachgebiet Verkehrsplanung and Verkehrstechnik. Darmstadt.
Blees, V. (2004). Qualitätsmanagement in Verkehrsplanungsprozessen, Dissertation, Technische Universität Darmstadt, Section Transport Planning and Traffic Engineering. Boltze, M., Jensch, H. (2010). Integrated Quality Management for Urban Transport System, 12th WCTR workshop, July 11-15, 2010 - Lisbon, Portugal.
Boltze, M., Hess, R., Balluff, J., Rühl, F. (2014). Konzeption eines integrierten Qualitätsmanagements für das StraBen- und Verkehrswesen. Technische Universität Darmstadt (TUD), Section of Transport Planning and Traffic Engineering.
Bruhn, M. (2004). Qualitätsmanagement für Dienstleistung. Grundlagen – Konzepte – Methoden. 5., verbesserte Auflage. Springer Verlag. Berlin, Heidelberg.
Bruggeman (2008). Public Service Contracts in Public Transport.
Ceder, A. (2007). Public Transit Planning and Operation: Theory, Modelling and Practice. Butterworth-Heinemann (Elsevier Ltd) Oxford.
References
Cherry, T. (2011). Missing the Bus: An Assessment of Service Improvements to Metro-Bus Transfers in Bangkok, Thailand. Department of Geography, Planning and Environment. Concordia University Montreal, Quebec, Canada.
CTA Service Standards (2001). Chicago Transit Authority, Chicago, Illinois.
Cuong, D. Q. (2009). Traffic Signal in Motorcycle Dependent Cities. Doctoral Thesis, Technische Universität Darmstadt, Section Transport Planning and Traffic Engineering. Darlington, R. B. (1990). Regression and linear models. New York: McGraw-Hill.
Danielle Labbé (2010). Facing the Urban Transition in Hanoi: Recent Urban Planning Issues and Initiatives. Institut national de la recherché scientifique Centre – Urbanisation Culture Société. ISBN 978-2-89575-201-1.
David, N. (2012). Accessing Public Transport Supply for Kigali, Rwanda. Master thesis, Faculty of Geo-Information Science and Earth Observation of the University of Twente. Decoster, J., & Hall, G. P. (1998). Overview of Factor Analysis. Stat-Help. Retrieved October 18, 2010, from http://www.stat-help.com/notes.html.
Dell’Olio, L., Ibeas, A., Cecin, P. (2011). The Quality of Service Desired by Public Transport. Transport Policy, Vol. (18), Issue 1, 217-227.
DIN EN ISO 9000. expert-Verlag. Renningen-Malmsheim, 2001.
DOT HOCHIMINH. (2010), Development Planning of Public Transport in HCMC up to 2020, Department of Transport, HCMC.
Dringha, C. (2011). Measuring Public Transport Performance - Lessons for Developing Cities. Sustainable Urban Transport Technical Document #9.
Eboli, L., Mazzulla, G. (2011).Performance Indicators for an Objective Measure of Public Transport Service Quality. European Transport, Transporti Europei (2011) Issue 51, paper No 3, ISSN 1825-3997.
Eboli, L., Mazzulla, G. (2011). A Methodology for Evaluating Transit Service Quality based on Subjective and Objective Measures from the Passenger’s Point of View, Transport Policy, Vol. (18), 172–181.
EFQM – European Foundation for Quality Management, http://www.efqm.org/.
EN 13816:2002. Transportation - Logistics and Services - Public Passenger Transport - Service Quality Definition, Targeting and Measurement. European Committee for Standardization.
EN 15140:2006. Public Passenger Transport – Basic Requirements and Recommendations for Systems that Measure Delivered Service Quality.
EQUIP (2000). Extending the Quality of Public Transport, Final report, Transport Research Programme of DG TREN, http://www/europrojects.ie/equip.
Fabbris, L. (1980). Measures of Predictor Variable Importance in Multiple Regressions: An Additional Suggestion. Quality & Quantity, 4, 787-792, 1980.
References
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2001a). HBS – Handbuch für die Bemessung von Straßenverkehrsanlagen. FGSV-Nr. 299. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2001c).Leitfaden für Verkehrsplanungen. FGSV-Nr. 116. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2002b).ESAS – Empfehlungen für das Sicherheitsaudit von Straßen. FGSV-Nr. 298. Köln.
FGSV - Forschungsgesellschaft für Straβen- und Verkehrswesen (2004). Verlässliche Bedienung im Öffentlichen Personenverkehr. Empfehlungen zu Vermeidung von Verspätungen, Anschlussverlusten und deren Auswirkungen. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2006b). Hinweise für die Qualitätssicherung im ÖPNV. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2006f).RASt – Richtlinie für die Anlage von Stadtstraßen. FGSV-Nr. 200. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2007a). Hinweise zur Anwendung von Qualitätsmanagement in kommunalen Verkehrsplanungsprozessen. FGSV- Nr. 149. Köln.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2009b). RiLSA – Richtlinien für Lichtsignalanlagen – Lichtzeichenanlagen für den Straßenverkehr. (unveröffentlichter Entwurf), o. O., 2009b.
FGSV – Forschungsgesellschaft für Straβen- und Verkehrswesen (2013). Hinweise zum Qualitätsmanagement an Lichtsignalanlagen (HQL). (Entwurf).
Field, A. (2000). Discovering Statistics using SPSS for Windows. Sage: London.
Florida Department of Transportation (2007). District One and Seven Transit Facility Handbook. Gannett‐Fleming, Inc, Tindale‐Oliver and Associates, Inc, and University of South Florida Center for Urban Transportation Research.
Gakenheimer, R., Zegras, C. (2004). Drivers of Travel Demand in Cities of the Developing World – A Synthesis of Eight Case Studies. In Mobility 2030 – Meeting the Challenges to Sustainability. The Sustainable Mobility Project, Full report, World Business Council for Sustainable Mobiity (downloaded from www.wbcsd.org).
Grimaldie Association (2012). Fact Finding Study on the Legal and Contractual Basis of Passenger Rights in Urban Public Transport. Final report.Contract No Move/C1/SER/20011- 482/SI2.605151.
Guihaire, V. & Hao, J.K. (2008). Transit Network Design and Scheduling: a Global Review. Transportation Research A, 42, 1251-1273.
Haase, M. (2004). Tarife im ÖPNV. In HKV – Handbuch der Kommunalen Verkehersplanung (Ord. 3), pp 3.4.9.1.
Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (Sixth Ed., pp. 1-785). New Jersey: Prentice-Hall.
References
Hensher, D.A., Prioni, P. (2002). A Service Quality Index for Area-wide Contract Performance Assessment. Journal of Transport Economics and Policy, Vol. (36), Part 1, 93- 113.
Hossain, M. and Iamtrakul, P. (2009). Water Transportation in Bangkok: Past, Present, and the Future, Thammasat University, Bangkok.
Hoyle, D. (2007). Quality Management Essentials. Published by Elsevier Limited.
Htun, P.T.T. (2011). A Study on Comparison of Urban Bus Transport Management System in Mega Cities of Developing Countries: Cases of Hanoi, Bangkok, and Jakarta. Master thesis. Transportation Engineering Laboratory. Yokohama National University.
Hung, K.V. (2006). Traffic Management in Motorcycle Dependent Cities. Doctoral Thesis, Technische Universität Darmstadt, Section Transport Planning and Traffic Engineering. ISOTOPE (1997). Improved Structure and Organisation for Urban Transport Operation in Europe. Transport Research Fourth Framework Programme. Urban transport, VII-51, Office for official publications of the European Communities.
ISO 9000:2005. Quality Managements - Fundamentals and Vocabulary. ISO 9001:2008. Quality Management Systems - Requirements.
ISO 9004:2009. Managing for the Sustained Success of an Organization – A Quality Management Approach
ISO 10002:2006. Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations.
Jentsch, H. (2009). Konzeptioneinesintegrierten Qualitätsmanagementsfür den Stadtverkehr. Doctoral Thesis, TechnischeUniversität Darmstadt, Section Transport Planning and Traffic Engineering.
JICA, MOT and HOPC. (2004). The Study on Urban Transport Master Plan and Feasibility Study in Hochiminh Metropolitan Area, Japan International Cooperation Agency , Ministry of Transport in Vietnam and HCMC People Committee.
Johnson, R. A., Wichern, D. W. (1992). Applied Multivariate Statistical Analysis. (3rd ed.). Englewood Cliffs. NJ: Prentice-Hall.
Johnson, J., W. (2000).A Heuristic Method for Estimating the Relative Weight of Predictor Variables in Multiple Regression. Multivariate Behavioural Research, 35, 1-19.
Jovanoviƈ, J., et al. (2008). Between Balanced Scorecard and Quality Management System. International Journal for Quality research, UDK-005.21/006.35 (100) ISO, Scientific Review Paper.
Juran, M. (1999). Juran’s Quality Handbook, Fifth Edition. Copyrigh 1999, 1988, 1974, 1962, 1951 by the McGraw-Hill Companies, Inc. ISBN 0-07-034003-X.
Kassoff (2001). Performance Measures to Improve Transportation Systems and Agency Operations. Conference Proceeding 26. Irvine, California, October 29-November 1, 2000, National Academy Press, Washington, DC.
References
Kirchhoff, P. (1992). Grandlagen der Verkehrs und Stadtplanung. München 1992.
Krithika, S. (2012). Development of Level of Service (LOS) Framework for Rural Feeder Service. Master thesis. Indian Institute of Technology Kharagpur.
Lai, W., T., Chen, C., F. (2010). Behavioural Intentions of Public Transit Passenger – the Role of Service Quality, Perceived Value, Satisfaction and Involvement. Transport Policy, doi: 10.1016/j.tranpol.2010.09.003.
Lawson, R., Stratton, W. and Hatch, T. (2003). The Benefits of a Scorecard System”. CMA Management June/July, pp. 24-26.
Mahmoud, M., Hine, J., Kashyap, A. (2011). Bus Transit Service Quality Monitoring in UK: A Methodological Framework. Proceedings of the ITRN2011. 31th August - 1st September, University College Cork.
MAX (2006). Quality Management Scheme for Mobility Management (MaxQ). Final report, Max Work Package C, www.max-success.eu.
Milwaukee County Transit System Development Plan: 2005‐2009. Chapter IV: Public Transit Service Objectives and Standards.
Mistretta, M., Goodwill, J.A., Gregg, R. & DeAnnuntis, C. (2009). Best Practices In Transit Service Planning, Center for Urban Transportation Research, University of South Florida, Tampa, http://www.nctr.usf.edu/pdf/77720.pdf.
MOCPT (2012). Statistical Data for Public Transport Performance, period 2000 – 2010. Management and Operation Centre for Public Transport in HCMC.
Motif (2000). Market-Orientated Transport in Focus. Final Report. Contract No. UR-97- SC.1149.
Morichi, S., et al,. (2013). Transport Development in Asian Megacities – a new Perspective. ISBN 978-3-642-29742-7.
Neugebauer, N. (2006). Servicegarantien im Öffentlichen Verkehr in Deutschland. Vergleich bisheriger Konzepte und Erfahrungen. Diploma thesis, Humboldt-University of Berlin. Department of Transport Geography.
Nielsen, G. 2005. HiTrans Best Practice Guide 2: Public Transport – Planning the Networks. Stavanger, Norway: European Union, Interreg IIIB. 176pp.
Nunnally, J. C. (1978). Psychometric Theory (2nd ed.). New York: McGraw Hill.
Olson, J. C. & Jacoby, J. (1972). Cue Utilization in the Quality Perception Process. In: Proceedings of the Third Annual Conference of the Association for Consumer Research, Association for Consumer Research, pp. 167-179.
Olson, J. C. (1977). Price as an Informational Cue: Effects on Product Evaluations. In: Consumer and Industrial Buying Behavior, Arch Woodside, Jaglish N. Sheth, and Peter D. Bennett, eds. New York: Elsevier, 267-86.
Phusavat, K., Anussornnitisarn, P., Helo, P., Dwight, R. (2009). Performance measurement: roles and challenges. Industrial Management + Data Systems, 109 (5) (2009), pp. 646–664.
References
PORTAL (2003). WWW Site, http://www.eu-portal.net/material, last accessed June 2010. PTV – Public Transport Victoria. WWW Site, http://ptv.vic.gov.au.
QUATTRO (1998). Quality Approach in Tendering/Contracting Urban Public Transport Operation, Final Report, EU, RTD Programme.
Regional Transportation Authority (2002). RTD Service Standards, Denver, Colorado. Rencher, A.C. (1995). Methods of Multivariate Analysis. John Wiley and Son, Inc.
Reusswig, A. (2005). Qualitätsmanagement für Lichtsignalanlagen, Dissertation, Technische Universität Darmstadt, Section Transport Planning and Traffic Engineering.
Schiefelbusch, M., et al. (2009). Public Transport and its Users: the Passenger’s Perspective in Planning and Customer Care. Published by Ashgate Publishing Company.
Schöbel, S. (2006). Qualitative Research as a Perspective for Urban Open Space Planning. JOLA Journal of Landscape Architecture.
Service Evaluation & Performance Measurement Program. Madison Metro. July 2000.
Service Policy for Surface Public Transportation; Massachusetts Bay Transportation Authority; December 1975.
Shaw, T. (2003). Performance Measures of Operational Effectiveness for Highway Segments and Systems. National Cooperative Highway Research Program (NCHRP) Synthesis of Highway Practice 311, National Academy Press, Washington DC.
Sinha, K.C, Labi, S. (2007). Transportation Decision Making: Principles of Project Evaluation and Programming. John Wiley & Sons, InC.
Speckbacher, G., Bischof, J. and Pfeiffer, T. (2003). “A Descriptive Analysis on the Implementation of Balanced Scorecards in German-speaking Countries”, Management Accounting Research, 14, pp. 361-387.
Stauss, B and Seidel, W. (2002). Beschwerdemanagement (Kundenbeziehungen Erfolgreich Managen durch Customer Care) 3rd edm (Vienna: Carl Hanser Verlag Munich).
Struzena, T. (2007). Stand und Umsetzungshemmnisse für ein Qualitätsmanagement im Stadtverkehr. Master Thesis am Fachgebiet Verkehrsplanung und Verkehrstechnik der Technischen Universität Darmstadt (unveröffentlicht).
Tan, K.C., Wisner, J.D., (2001). A Framework for Quality Improvement in the Transportation Industry. J.Quality Management, 8(1), 9-22.
TRAHUD (2009). The Project for Improving Public Transportation in Hanoi. Technical Report. JICA team.
TRANCONCEN (2009). Monitoring and Evaluation Study of Traffic Management Impacts in Hanoi. Final Report.
TRAMOC - Hanoi Urban Transport Management and Operation Centre (2012). Statistical Data for Public Transport Performance, period 2000 – 2010.
References
Bus Operation in the Year 2004 and Plan for 2005. Hanoi Department of Transport.
TRAMOC - Hanoi Urban Transport Management and Operation Centre (2012). Development of Public Transport in Hanoi Capital from 2011 to 2015 and orient to 2020. Hanoi Department of Transport.
TRANSERCO (2010). Development of Public Transport in Hanoi Capital phase 2010-2011, Final Report.
York Region Transit. Transit Service Guidelines. May 2006.
TRB (1995) - Transportation Research Board. Bus Route Evaluation Standards. TCRP report 10, National Academy Press, Washington, D.C.
TRB (1999) - Transportation Research Board.A Handbook for Measuring Customer Satisfaction and Service Quality. TCRP report 47, National Academy Press, Washington, D.C.
TRB (2001) - Transportation Research Board. Making Transit Work: Insight from Western Europe, Canada and the United States. Washington DC: Transportation Research Board, National Research Council, National Academy Press.
TRB (2003) - Transportation Research Board, A Guidebook for Developing a Transit Performance-Measurement System. TCRB Report 88. National Academy Press. Washington, D.C.
TRB (2004) - Transportation Research Board. Transit Capacity and Quality of Service Manual, 2nd Edition. TCRB Report 100. National Academy Press. Washington, D.C.
TRIMET (2010). Bus Stops Guidelines. Final report.
Truong, N.V (2012). Study on Performance Indicators for Bus Stop. Master thesis, University of Transport and Communication.
Tulyasuwan, N. (2013). Private Motorised Transport, Bangkok, Thailand. Available from http://www.unhabitat.org/grhs/2013.
Tyrinopoulos, Y., Aifadopoulous, G. (2008). A Comprehensive Methodology for the Quality Control of Passenger Services in the Public Transport Business. European Transport 38, pp 1- 16.
Tyrinopoulos, Y., and Antoniou, C. (2008). Public transit user satisfaction: Variability and policy implications. Transport Policy 15: 260-272.
Yen, P. T. H., Takashi, Y. (2009). Road Traffic Noise Policy in Vietnam. ISSN 1346-7824. http://www.jtdweb.org.
VDV (2001). Verband Deutscher Verkehrsunternehmen (VDV): Verkehrserschließung and Verkehrsangebot im ÖPNV. VDV-Schriften 6/2001, Köln.
VDV - Verband Deutscher Verkehrsunternehmen (2001-2008). VDV Statistik. Cologne. Vietnamese Ministry of Natural Resources and Environment (2007). Report on National Environment 2007. Hanoi.
References
John Willey & Sons, Inc.
WHO (2006). WHO Air Quality Guidelines for Particulate Matter, Ozone, Nitrogen Dioxide and Sulfur Dioxide. World Health Organization. Geneva. Retrieved from http://www.who.int/phe/health_topics/outdoorair_aqg/en/.
WORLD BANK (2007). Strategic Urban Transport Policy Directions for Bangkok. June 2007.
WORLD BANK (2014). How We Classify Countries/data retrieved Jannuary 1.2014 from http://data.worldbank.org/about/country-classifications.
WORLD BANK (2014). Motorisation and Urban Transport in East Asia: Motorcycle, Motor Scooter and Motorbike Ownership and Use in Hanoi. Final Report.
Appendix A
Appendixes
Appendix A.Inventory on Application Levels of Quality Management for Public
Transport 132
A.1. Application of Quality Management in Planning Process 132
A.2. Application of Quality Management in Implementation Process 135 A.3. Application of Quality Management in Operation Process 136 A.4. Application of Quality Management in Superordinate Modules 138
Appendix B.Customer Satisfaction Survey 139
B.1. General Introduction 139
B.1.1. Context and Objectives of the Customer Satisfaction Survey 139
B.1.2. Methodology 141
B.2. Descriptive Analysis of the Survey Results 143
B.2.1. Individual Attributes 143
B.2.2. Trip Attributes 145
B.2.3. Quality Attributes 148
B.2.4. Satisfaction Level on Public Transport Service 150
B.3. Advanced Statistic Analysis 152
B.3.1. Contribution of Quality Attributes on Overall Satisfaction 152
B.3.2. Overall Satisfaction by Market Segment 157
B.4. Sample of the Survey Form 192
Appendix C.Expert Survey on Weighting of Quality Criteria 197
C.1. Calculating Weights of the Quality Criteria 197
C.1.1. First Respondent 197 C.1.2. Second Respondent 198 C.1.3. Third Respondent 199 C.1.4. Forth Respondent 200 C.1.5. Fifth Respondent 201 C.2. Sample of Questionnaire 202 C.3. List of Stakeholders 204
Appendix A
List of Tables
Table A-1: Application of quality management in planning process ... 132 Table A-2: Application of quality management in implementation process ... 135 Table A-3: Application of quality management in operation process ... 136 Table A-4: Application of quality management in superordinate modules... 138 Table B-1: Number of vehicles in Hanoi... 139 Table B-2: Public transport modal split versus GDP per capita ... 140 Table B-3: Share of different mode in Hanoi and other Asian cities ... 140 Table B-4: Trip frequency per time interval ... 145 Table B-5: Number of bus trips by age ... 145 Table B-6: Number of bus trips by income ... 146 Table B-7: Trip purpose and frequency of bus trips ... 147 Table B-8: Satisfaction with each quality attribute ... 152 Table B-9: Correlations among specific quality attributes ... 153 Table B-10: Statistical test in factor analysis ... 154 Table B-11: Factor analysis ... 155 Table B-12: Coefficient regression model ... 156 Table B-13: Factors influencing customer’s satisfaction ... 158 Table B-14: Distribution of satisfaction responses ... 158 Table B-15: Statistical test in factor analysis ... 159 Table B-16: Factor analysis (regular bus user) ... 160 Table B-17: Factor analysis (irregular bus user) ... 161 Table B-18: Regression analysis: Overall satisfaction (regular bus user) ... 162 Table B-19: Regression analysis: Overall satisfaction (irregular bus users) ... 163 Table B-20: Distribution of satisfaction responses ... 164 Table B-21: Factor analysis (by private motorcycle users) ... 165 Table B-22: Factor analysis (by public transport users) ... 166 Table B-23: Regression model for private motorcycle users ... 167 Table B-24: Regression model for public transport users ... 168 Table B-25: Distribution of satisfaction responses ... 170 Table B-26: Statistical test in factor analysis (by trip length) ... 171 Table B-27: Factor analysis (trip length < 5 km) ... 171
Appendix A
Table B-28: Factor analysis (trip length of 5-10 km) ... 172 Table B-29: Factor analysis (trip length 10.1-15km) ... 173 Table B-30: Factor analysis (trip length >15km) ... 174 Table B-31: Regression analysis: Overall satisfaction with trips less than 5km ... 175 Table B-32: Regression analysis: Overall satisfaction with trips of 5-10 km ... 176 Table B-33: Regression analysis: Overall satisfaction with trips of 10.1-20 km ... 177 Table B-34: Regression analysis: Overall satisfaction with trips larger than 20 km ... 178 Table B-35: Distribution of satisfaction responses (by trip purpose) ... 180 Table B-36: Statistical test in factor analysis (by trip purpose) ... 180 Table B-37: Factor analysis (by commuting trips) ... 181 Table B-38: Factor analysis (by non-commuting trips) ... 182 Table B-39: Regression analysis: Overall satisfaction with commuting trips... 183 Table B-40: Regression analysis: Overall satisfaction with non-commuting trips ... 184 Table B-41: Distribution of satisfaction responses by income ... 185 Table B-42: Statistical test in factor analysis (by income) ... 186 Table B-43: Factor analysis (by non-income group) ... 187 Table B-44: Factor analysis (by low-income group) ... 188 Table B-45: Factor analysis (by medium income group) ... 189 Table B-46: Regression analysis: Overall satisfaction (No income) ... 190 Table B-47: Regression analysis: Overall satisfaction (Low income) ... 191 Table B-48: Regression analysis: Overall satisfaction (Medium income) ... 191
Appendix A
List of figures
Figure B-1: Respondents’ information ... 144 Figure B-2: Daily trips by age and income ... 146 Figure B-3: Frequency of bus trips ... 146 Figure B-4: Travel purpose information ... 147 Figure B-5: Change in trip length by group of users ... 148 Figure B-6: Reason for not using bus ... 148 Figure B-7: Walking distance from resident to origin and final stop to destination ... 149 Figure B-8: Walking time from resident to origin and final stop to destination ... 149 Figure B-9: Vehicle occupancy ... 150 Figure B-10: Passengers’ perception on accidents and pickpocket ... 150 Figure B-11: Proportion of satisfied vs. dissatisfied customers (in percentage) ... 151 Figure B-12: Two-dimensional analysis for public transport service ... 157 Figure B-13: Two-dimensional analysis for public transport service (regular users) ... 162 Figure B-13: Two-dimensional analysis for public transport service (irregular users) ... 163 Figure B-14: Two-dimensional analysis for public transport service (motorcycle users) ... 167 Figure B-16: Two-dimensional analysis for public transport service (bus users) ... 169 Figure B-17: Two-dimensional analysis for public transport service (trip length less than 5 km) ... 175 Figure B-18: Two-dimensional analysis for public transport service (trip length of 5-10 km) ... 176 Figure B-19: Two-dimensional analysis for public transport service (trip length of 10.1-15km) ... 178 Figure B-20: Two-dimensional analysis for public transport service (trip length > 15km) ... 179 Figure B-21: Two-dimensional analysis for public transport service (by commuting trips) . 183 Figure B-22: Two-dimensional analysis for public transport service (by non-commuting trips) ... 184 Figure B-23: Two-dimensional analysis for public transport service (by non-income group) ... 190
Appendix A
Appendix A. Inventory on Application Levels of Quality Management for Public Transport